User research identifying future opportunities for the mobile communication experience

Identifying and understanding future opportunities

Challenge
Mobile devices are ever-present and they provide instant connectivity to social networks, family, friends, work colleagues and service providers. Our challenges was to understand user interaction and motivations for using different mobile messaging channels.

User research mobile phones

Work
Working as a sub-contractor to Alison Black Research and Consulting we carried out in-depth research with a number of users in a range of different social settings and physical environments. Research tools included in-home interviews, using diaries to track the usage of mobile services and ethnographic observation of the use of mobile devices.

Outcome
User research helped to identify future opportunities for the mobile communication experience.  The research revealed key themes and patterns among different market segments, mapped problems area, helped to create segmentation models and create user profiles. This formed the basis to identify future opportunities for mobile services.



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